In my role as Operations Manager at Nova Benefits, I successfully increased customer satisfaction scores through effective team management, streamlined customer success workflows, and played a key role in developing customer success strategies that resulted in notable growth in customer loyalty and recurring revenue.

Monthly reconciliation of active lists and client/TPA data, ensuring accurate and minimaldiscrepancies.Managed and resolved escalated customer complaints, achieving high first-contact resolution rates andenhancing overall customer experience.Successfully maintained high client retention by providing timely policy endorsements and swiftlyaddressing discrepancies.Streamlined the policy and endorsement issuance process, significantly reducing errors throughrigorous quality checks and discrepancy management.Developed comprehensive MIS reports for all corporate products, leading to greater accuracy and client satisfaction.Delivered monthly reports to clients, including active lists, CD statements, and Claims MIS, resulting inenhanced client transparency and trust.Maintained organized client files and proactively informed the sales team about upcoming renewals,

• Implemented streamlined operational processes at Marsh & McLennan Companies, reducing policy issuance and endorsement time.• Successfully coordinated with insurance companies, TPAs, hospitals, and employees to reduce pending cashless and medical reimbursement claims.• Strengthened relationships with corporate clients through proactive communication, resulting in higher client retention rates.

• Boosted sales of bank products, including credit cards and loans, through targeted marketing strategies.• Implemented a robust feedback system and addressed customer complaints promptly.• Improved overall customer satisfaction and reduced service-related issues.

Banking sales and services

• Proactively identified and communicated credit facility suspensions, reducing bad debts and ensuring policy adherence.• Ensured 100% accuracy in Remainder letters and payment allocations, streamlining invoice processing and reducing financial errors.

• Scrutinized proposals and issued policies, ensuring accuracy and compliance with company standards.• Coordinated with accounts and marketing departments to streamline processes and improve customer experience.• Handled customer queries and escalations promptly, maintaining high levels of customer satisfaction.